Service Delivery Manager l Hybrid l Giga Tower

2 weeks ago

Manila, National Capital Region, Philippines Cognizant Full time $90,000 - $120,000 per year

Requirements:

·
10+ years of experience in operational leadership, managing 100 + FTE

· 5+ years of people management experience, including managing leaders, and a strong desire to develop team members

· Passion to create an exceptional experience and provide outstanding customer support

· Adaptable and energized by a fast-paced environment

· Good in situational leadership, on the feet thinking.

· Analytically sound, ability to look through data and make learned decisions

· Bachelor's degree, or equivalent.

· Adequate knowledge of organizational effectiveness and operations management

· Familiarity with business and financial principles and practices

·
Ability to Prepare and Delivery Business Review Presentation to Client & Internal Management

· Ability to effectively communicate with all levels of the organization

· Proven track record of collaborating with cross-functional groups to produce results

·
ISO, Six Sigma, PMO Certification is an added advantage

·
Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus

· Experience in leading teams in customer support via voice and chat support or a call center environment

· Advanced customer focus and customer service skills

· Exceptional training and coaching skills to motivate employees

· Great verbal and written communication skills

· Have full understanding of creating and implementing scheduling and task distribution

· Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity

· Strategic thinker with strong analytical and problem-solving skills

· Amenable to work Hybrid set up in Giga Tower/Bridgetown; Night Shift

· Can Start ASAP

Responsibilities:

· Manage the overall performance and governance of the Statements of Work

· Manage the day-to-day operations in accordance with requirements and SLAs

· Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.

· Establish the infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms

· Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints

· Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement

· Drive Operations teams to deliver continuous improvement and productivity/quality gains

· Flag and escalate business risks timely

· Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client

· Client interfacing

· improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies

· Perform quality controls and monitor production KPI's, prepare reports and analyze data

· Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project

· Flexible with timings to support operations

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